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1. Position purpose

Provide second- and third-level support for the Informatica Intelligent Data Management Cloud (IDMC) integration platform and the OMS operational data store. These underpin municipal and commercial collection services, resident-facing booking portals and council integrations. The engineer owns incidents end to end, monitors daily integration processing, reconciles job and work-order data across ERP, fleet, OMS and council systems, and delivers minor changes and council onboardings through Cleanaway change control.

2. Key accountabilities

Incident management and service restoration

• Own assigned ServiceNow incidents from acceptance through resolution, including impact assessment, stakeholder updates and accurate resolution notes.
• Diagnose and resolve failed taskflows and mappings, Secure Agent and connection failures, SFTP and API errors, file and payload format errors, and authentication failures.
• Restore resident-facing portals and dependent services during outages, including database blocking, log growth and hosting VM issues, coordinating with Infrastructure and DBA teams.
• Reprocess or resend council, ERP and partner files and messages using documented, authorised procedures.
• Lead or support major incident response, service restoration and post-incident review for integration outages.

Monitoring and operational health

• Perform daily monitoring of IDMC jobs, the Application Integration console, infrastructure alerts (e.g. PRTG) and exception mailboxes. Triage, action and record exceptions.
• Follow up daily operational exception reports, such as jobs completed without mandatory driver data or vehicles not assigned, so that invoicing and council reporting stay accurate.
• Validate integrations after monthly ERP (JDE) and IDMC patching and after platform upgrades, including impact analysis before upgrades.

Integration operations and data reconciliation

• Investigate missing, delayed, duplicated or inconsistent records across JDE, fleet and job-dispatch systems (e.g. Verizon Connect, Echo), OMS and council systems.
• Reconcile work-order and job status across systems after outages or sync gaps. Close or correct records under business approval and confirm closure status to councils.
• Investigate data flows from HR, safety and compliance systems into downstream staging and reporting, and correct staging data on authorised request.
• Produce scheduled and ad hoc extracts and operational KPI reports (e.g. monthly integration performance and booking extracts) on time.

Service requests and configuration

• Fulfil authorised OMS configuration and data requests: service frequency codes, booking limits and entitlements, portal calendars and seasonal opening, exception-report maintenance and status resends.
• Run calendar-driven operations such as annual entitlement resets, month-end finance file loads and monthly credential rotations for messaging services.
• Manage user and service access within IDMC and OMS in line with security approvals and audit requirements.

Platform administration

• Administer the IDMC org, Secure Agent hosts, connections and runtime environments, including authentication modernisation and licence and subscription coordination with Informatica.

Change, release and enhancement

• Design, build, test and deploy minor changes and enhancements to IDMC assets and OMS objects, including new council onboardings and integration changes (SFTP, REST/SOAP, OAuth).
• Prepare change records, test evidence, deployment and rollback plans for CAB. Execute production deployments and cutover tasks.
• Take delivered project components (e.g. fleet-system migration and HR-system replacement integrations) into BAU through hypercare and documented handover.

Problem management and knowledge

• Raise and progress problem records for recurring failures such as portal outages, sync gaps and high-volume manual corrections, and propose permanent fixes or automation.
• Maintain runbooks, interface documentation, a business-rules register, knowledge articles and the credential and certificate expiry register.
• Maintain the contact and escalation matrix for councils, ERP and fleet vendors, Informatica support and internal business teams.
• Participate in knowledge transfer from the incumbent provider, demonstrate independent handling of common support scenarios, and transfer knowledge to new team members.

Security and compliance

• Use privileged and production access only through the approved access process (e.g. CyberArk), on a least-privilege basis and for authorised tasks.
• Never record passwords, tokens or other secrets in tickets, email or documents. Store and hand over credentials only through the approved vault.
• Handle customer, employee and payroll personal information in line with the Privacy Act and Cleanaway data classification, including compliant incident records and escalation of potential data breaches.
• Maintain segregation of duties: perform data corrections, approvals and production changes only with documented business or change approval, and keep an audit trail.

3. Role boundaries

L2/L3 accountability

• Own operational investigation, incident coordination, monitoring, documented recovery, reconciliation and minor change delivery for IDMC and OMS.
• Retain ServiceNow ownership and stakeholder communication when a vendor, Infrastructure or DBA team performs specialist remediation.

Outside delegated authority

• Solution architecture and major redesign, such as OMS or Informatica replacement and new digital-channel platforms. The engineer contributes but does not lead.
• Business decisions on council contracts, entitlement rules, service pricing, master-data ownership or approval of data corrections.
• Server, operating system, database backup and patching operations owned by Infrastructure and DBA teams.

4. Skills and experience

Essential

• Demonstrated enterprise production support and development experience with Informatica IDMC/IICS: taskflows, mappings, Secure Agent, connections and Application Integration.
• Strong SQL Server and T-SQL skills for diagnosis, reconciliation and data correction in an operational data store.
• Experience with file and API integrations: SFTP, REST/SOAP, JSON/XML, OAuth 2.0 and API testing tools (e.g. Postman, SoapUI).
• ITIL-aligned incident, problem, change and request practice using ServiceNow or equivalent.
• Clear written and verbal communication with business operations, councils, vendors and IT teams, including during time-critical incidents.

Desirable

• Experience with ERP (JD Edwards) and fleet telematics or job-dispatch integrations.
• Waste, municipal services, logistics or field operations domain experience.
• Azure Application Insights, infrastructure monitoring tools (e.g. PRTG) and Windows server troubleshooting.
• Informatica Cloud Data Integration certification, ITIL 4 Foundation, AZ-900.

5. Band expectations

Senior / Lead: Technical escalation point for the platform. Leads major incident recovery, council onboarding design and change, platform administration and upgrades, problem management and vendor escalation. Reviews and approves runbooks.

Mid: Daily monitoring, exception follow-up, service requests and OMS configuration, reconciliation under runbook, standard reprocessing, and changes under senior review.

6. Key relationships

OMS business support and operational teams: Issue validation, business impact, data-correction approval and recovery confirmation

Councils and partner organisations: Council integrations, file and API contracts, firewall and connectivity testing

ERP, fleet and SaaS vendors (e.g. DXC for JDE, Verizon Connect, Informatica): Vendor escalation, platform cases and coordinated fixes

Service Desk / L1: Intake, initial triage, shift-left knowledge articles and incident escalation

Technical Platform Owner / Principal Analyst: Platform priorities, risks, technical governance and acceptance

Change and release management: CAB approval, controlled releases and production validation

Infrastructure, DBA and Cyber Security teams: Servers, databases, privileged access, certificates and security approvals

7. Performance measures

• Incident response and resolution against agreed service levels and business-critical processing windows.
• Completion and effectiveness of proactive monitoring, exception detection and recovery.
• Service request timeliness and first-time-right fulfilment.
• Changes delivered successfully through change control, without unplanned outage or rollback.
• Reduction in repeat incidents through problem records, root cause analysis and permanent fixes.
• Accuracy and currency of runbooks, knowledge articles, ServiceNow resolution notes and operational documentation.
• Stakeholder satisfaction and timely communication during incidents and changes.
• Timeliness of calendar-driven operations: month-end, monthly reports and annual entitlement resets.

8. Transition readiness (by 21 December 2026)

Independence criteria Fujitsu must demonstrate before taking over from the incumbent provider. Remove this section after transition acceptance.

• Restore at least one real or simulated portal outage and at least two integration failures without incumbent assistance.
• Deliver at least one council integration change end to end through change control before the Christmas change freeze.
• Reconciliation runbook signed off by the OMS business support team.
• Daily monitoring checklists written. Alert and exception distribution lists repointed to Fujitsu groups.
• A knowledge article for each service request type, with at least 90% first-time-right fulfilment.
• Two monthly reporting cycles delivered on time. Problem records with RCA drafted for recurring failures.
• Incident SLAs met for four consecutive weeks.

9. Working arrangements and cross-cover

Provide coverage of Australian business hours (AEST/AEDT) through agreed shift patterns, including the Australian morning window. Participate in a rostered on-call arrangement outside business hours, including weekends, for incidents and business-critical processing windows (e.g. portal outages, council file deadlines, month-end and annual entitlement resets), and in planned after-hours changes and maintenance. All operational activities must follow approved procedures, access controls, Cleanaway change governance and delegated authority.

Cross-cover: Senior and mid engineers provide mutual primary and secondary cover across all IDMC and OMS services. Secondary cover with Azure Integration Services for shared Application Insights diagnosis and integration triage.